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Order Management

Auto-resolve order status inquiries

When a customer asks about their order status, Macha automatically looks up the order in Shopify, checks fulfillment and tracking details, and replies on the ticket — no agent needed.

This handles one of the highest-volume ticket types end-to-end, freeing your team to focus on complex issues.

Integrações usadas
Zendesk Zendesk Shopify Shopify

Como funciona

Zendesk
Trigger
Zendesk Ticket Created

Customer asks about order status

Cliente

Hi, I placed an order 3 days ago and haven't received any updates. Order #1847.

Macha
Macha
Shopify Look up order

Searching Shopify for order #1847

Macha
Macha
Shopify Check fulfillment

Order shipped via FedEx — tracking #7829401, estimated delivery tomorrow

Macha
Macha

Hi! Your order #1847 shipped on March 2nd via FedEx. Your tracking number is 7829401 and it's estimated to arrive tomorrow. Let me know if you need anything else!

Macha
Macha
Zendesk Update ticket

Status → Solved

Triggers e ações

Zendesk Trigger

Ticket Created

Zendesk

Customer asks about order status

Zendesk Ação

Get Ticket

Zendesk

Retrieve full ticket details including conversation history, tags, brand, and requester info.

Shopify Ação

Get Order

Shopify

Look up an order by ID or order number with full line items, fulfillment, and payment status.

Zendesk Ação

Add Comment

Zendesk

Zendesk Ação

Update Ticket

Zendesk

Casos de uso relacionados

Handle "where is my order" from Slack

When a team member asks about an order in Slack, Macha pulls up the order details from Shopify and replies in-thread with the full status — tracking, fulfillment, and delivery estimate.

Slack Shopify
Ver caso de uso

Look up order details mid-conversation

While handling a ticket, your agent asks Macha to pull up order details from Shopify. Macha surfaces the order info right in the conversation so the agent can reference it in their reply.

Zendesk Shopify
Ver caso de uso

Notify customers about shipping delays

When a shipping delay is detected in Shopify, Macha proactively creates a Zendesk ticket and sends the customer a personalized update — before they even ask.

Shopify Zendesk Slack
Ver caso de uso

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